John Dashley L. Larita

About the Candidate

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John Dashley L. Larita
Alaska Mambaling
Cebu City 6000
09185528706
[email protected]

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Professional Summary
Customer Support Representative with over 16 months of experience in fast-paced BPO environments, specializing in telecommunications and healthcare accounts. Proven ability to resolve customer inquiries efficiently, deliver exceptional service, and maintain high levels of customer satisfaction. Skilled in troubleshooting, handling high-volume inquiries, and managing sensitive healthcare information. Strong communicator with a keen eye for detail and a passion for helping others.
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Key Skills
• Customer Service Excellence
• Telecommunications & Healthcare Account Support
• Issue Resolution & Problem Solving
• Active Listening & Empathy
• Strong Verbal & Written Communication
• CRM & Helpdesk Software (Zendesk, Salesforce, etc.)
• Data Entry & Documentation
• HIPAA Compliance (Healthcare Account)
• Time Management & Multitasking
• Adaptability & Conflict Resolution

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Professional Experience
Customer Support Representative
Teleperformance S.A.
April 2023 – August 2023
• Provided inbound and outbound customer support for telecommunications services, including troubleshooting service issues, billing inquiries, and account management.
• Assisted customers in resolving technical issues with mobile services and devices, ensuring fast, effective solutions.
• Handled escalated customer complaints and concerns, ensuring resolution while maintaining a positive customer experience.
• Maintained detailed records of customer interactions and updated customer accounts in CRM systems.
• Delivered accurate information about plans, promotions, and service updates to customers.
Customer Support Representative – Healthcare Account
Concentrix Corporation
October 2023 – June 2024
• Supported healthcare clients by handling inquiries regarding insurance coverage, claims, and medical records, ensuring HIPAA compliance at all times.
• Processed prior authorization requests, verified insurance benefits, and explained medical benefits and claim status to patients.
• Provided exceptional customer service through phone, email, and chat, addressing billing, prescription issues, and appointment scheduling.
• Collaborated with healthcare professionals to resolve patient inquiries, ensuring timely and accurate information delivery.
• Achieved a 95% customer satisfaction rate by maintaining professionalism and efficiency in addressing customer needs.

Customer Support Representative – Healthcare Account
Cognizant Technology Solutions Corporation
March 2023 – June 2023
• Assisted patients in navigating insurance policies, including explaining benefits, coverage options, and helping with eligibility verification.
• Managed inquiries about treatment authorizations and claims, ensuring accuracy in the documentation.
• Answered patient questions about healthcare services and directed them to appropriate departments for follow-up.
• Provided consistent, empathetic support while ensuring all patient information was kept confidential and compliant with healthcare regulations.
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Education
High School Diploma
Cantabaco National Highschool
Graduated: July, 2022
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Certifications
• Customer Service Excellence Certification – AT&T – 2023
• HIPAA Compliance Training – BCBSFL – 2023 – BCBS AK&WA – 2024
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Additional Information
• Languages: English
• Availability: Flexible Shift

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